Front cover -- Contents -- Figures -- Tables -- Notices -- Trademarks -- Preface -- The team that wrote this redbook -- Become a published author -- Comments welcome -- Part 1 All about IBM Tivoli Service Level Advisor -- Chapter 1. Introduction -- 1.1 Overview -- 1.2 IT Services -- 1.3 Service Delivery -- 1.4 Ensuring service quality -- 1.5 Service Level Management -- 1.6 Why bother with Service Level Management -- Chapter 2. IBM Tivoli Service Level Advisor general overview -- 2.1 Overview of IBM Tivoli Service Level Advisor -- 2.2 IBM Tivoli Service Level Advisor components -- 2.2.1 ITSLA Task Drivers -- 2.2.2 ITSLA Server -- 2.2.3 ITSLA Reports Server -- 2.2.4 ITSLA Database Server -- 2.2.5 Tivoli Enterprise Data Warehouse Server -- 2.2.6 Tivoli Enterprise Data Warehouse Control Center -- 2.2.7 IBM Console Server -- 2.2.8 ITSLA ETL programs -- 2.3 Important ITSLA concepts and terminology -- 2.4 A glimpse into Tivoli Enterprise Data Warehouse -- 2.5 IBM Tivoli Service Level Advisor Target ETLs -- 2.5.1 ITSLA Registration ETL -- 2.5.2 ITSLA Process ETL -- 2.6 The SLA Management process of ITSLA -- 2.6.1 Step 1: Define and agree on Service Level Agreements -- 2.6.2 Step 2: Select applications for source data -- 2.6.3 Step 3: Populate the ITSLA Database -- 2.6.4 Step 4: Define schedules and create offerings -- 2.6.5 Step 5: Define customers and create orders -- 2.6.6 Step 6: Populate the ITSLA Measurement Data Mart database -- 2.6.7 Step 7: Evaluate data for violations and trends -- 2.6.8 Step 8: Notification of SLA violations and trends -- 2.6.9 Step 9: Access SLA reports -- 2.7 Applications providing measurement data -- 2.7.1 Becoming an ITSLA-enabled application -- Chapter 3. Implementation planning -- 3.1 IBM Tivoli Service Level Advisor data flow -- 3.2 Planning for supporting applications -- 3.2.1 IBM WebSphere Application Server.

3.2.2 IBM DB2 Universal Database Enterprise Edition -- 3.2.3 Tivoli Enterprise Data Warehouse -- 3.3 Planning for IBM Tivoli Service Level Advisor -- 3.3.1 Physical considerations -- 3.3.2 Architecture considerations -- 3.3.3 Planning considerations for source applications -- 3.4 Planning for event notification -- 3.4.1 SNMP Trap notification -- 3.4.2 TEC Event notification -- 3.4.3 E-mail notification -- 3.5 Planning worksheets -- Chapter 4. Getting IBM Tivoli Service Level Advisor up and running -- 4.1 Example scenario -- 4.2 Setting up the TEDW Server machine -- 4.2.1 IBM DB2 UDE Server for UNIX installation -- 4.2.2 TEDW Central Warehouse and TEDW Data Mart installation -- 4.3 Setting up the ITSLA Database Server machine -- 4.3.1 Creating the ITSLA Databases -- 4.4 Setting up the TEDW Control Center machine -- 4.4.1 IBM DB2 UDE Server for Windows installation -- 4.4.2 Tivoli Enterprise Data Warehouse Control Center installation -- 4.4.3 ITSLA ETL programs installation -- 4.4.4 Source ETLs installation -- 4.4.5 TEDW Control Center basic configuration -- 4.4.6 Configuring the ODBC connections -- 4.5 Setting up the ITSLA Server machine -- 4.5.1 IBM DB2 Client installation on AIX -- 4.5.2 Cataloging the ITSLA Databases -- 4.5.3 TEDW Reports Interface installation -- 4.5.4 ITSLA Server component installation -- 4.5.5 ITSLA Task Drivers installation -- 4.6 Setting up the ITSLA Reports machine -- 4.6.1 IBM WebSphere installation and configuration -- 4.6.2 ITSLA Reports Server installation -- Chapter 5. Administering IBM Tivoli Service Level Advisor -- 5.1 Source ETLs management -- 5.1.1 ETL Warehouse Target and Sources configuration -- 5.1.2 Schedule and run Source ETL -- 5.2 Target ETLs management -- 5.2.1 Registration Target ETL management -- 5.2.2 Process Target ETL management -- 5.3 User creation and management.

5.3.1 IBM SLA Console user management -- 5.3.2 ITSLA Report users management -- 5.4 Management of ITSLA components -- 5.4.1 Management of offerings -- 5.4.2 Management of orders -- 5.5 Timing considerations for the ITSLA environment -- 5.5.1 Scheduling ETLs -- 5.5.2 ITSLA evaluation schedule and time zone considerations -- 5.6 Trace and message log files -- 5.6.1 Handler configuration -- 5.6.2 Message log files management -- 5.6.3 Trace log files management -- 5.7 Startup and shutdown procedures -- 5.7.1 IBM Tivoli Service Level Advisor components startup -- 5.7.2 ITSLA components shutdown -- 5.8 Backup and restore of ITSLA -- 5.8.1 Backing up the ITSLA environment -- 5.8.2 Restoring the ITSLA environment -- Chapter 6. Service level Reports with ITSLA -- 6.1 Logging into Reports -- 6.1.1 Default Reports users -- 6.1.2 The Ranking algorithm and categories -- 6.2 Using Reports -- 6.2.1 Reporting categories -- 6.2.2 Viewing Reports using different search criteria -- 6.2.3 Additional features of Reports -- 6.3 Administrating Reports users -- 6.3.1 Creating Reports users -- 6.3.2 Listing and deleting Reports users -- 6.3.3 Disabling Reports user authentication -- 6.4 Reports customization -- 6.4.1 Integrating Reports with existing Web sites -- 6.4.2 Customizing the appearance of Reports -- 6.4.3 Alternative methods for authenticating users -- 6.5 Viewing Reports with third-party software -- 6.5.1 Using BrioQuery Designer with Reports -- 6.5.2 Viewing Reports using Seagate Crystal Reports -- 6.5.3 Using BusinessObjects with Reports -- Chapter 7. Performance maximization techniques -- 7.1 Initial considerations -- 7.2 ITSLA Database Server tuning considerations -- 7.3 IBM DB2 Performance tuning considerations -- 7.3.1 Small environments -- 7.3.2 Medium environments -- 7.3.3 Large environments -- 7.4 IBM WebSphere performance tuning.

7.5 IBM HTTP Server performance tuning -- 7.6 Presentation Services Web Console tuning -- 7.6.1 Medium environments -- 7.6.2 Large environments -- 7.7 Operating system performance tuning -- 7.7.1 Windows environments -- 7.7.2 AIX environments -- Chapter 8. Troubleshooting the ITSLA -- 8.1 IBM DB2 Universal Database Enterprise Edition -- 8.1.1 Installation and configuration -- 8.1.2 Databases creation -- 8.1.3 Administration issues -- 8.1.4 Important initial IBM DB2 commands -- 8.2 Tivoli Enterprise Data Warehouse -- 8.2.1 TEDW installation and configuration -- 8.2.2 TEDW administration issues -- 8.3 IBM WebSphere Application Server -- 8.3.1 Installation and configuration issues -- 8.3.2 Administration issues -- 8.4 IBM Tivoli Service Level Advisor -- 8.4.1 Installation issues -- 8.4.2 Configuration issues -- 8.4.3 Administration issues -- 8.4.4 Un-installation issues -- 8.5 IBM Console -- 8.5.1 Logon problems (UNIX platforms) -- 8.5.2 Administration problems -- 8.6 TEDW Source ETLs -- 8.6.1 Installation issues -- 8.6.2 Configuration issues -- 8.6.3 Administration issues -- 8.7 IBM Tivoli Service Level Advisor Reports -- 8.7.1 Accessing Reports -- 8.7.2 Administration issues -- 8.7.3 Workarounds for ITSLA Reports -- Part 2 Appendixes -- Appendix A. Hints and tips for un-installing ITSLA -- Un-installing the ITSLA core components -- Un-installing ITSLA Task Drivers -- Un-installing ITSLA Reports -- Un-installing ITSLA Server -- Un-installing the ITSLA Target ETL programs -- Remove the ITSLA Databases -- Un-installing the support applications -- Appendix B. Service Management according to the ITIL -- The ITIL -- Service Management -- Service Delivery disciplines -- Capacity Management -- Availability Management -- Cost Management -- Contingency Planning -- Service Level Management -- Measuring service quality -- The role of Service Level Management.

The objectives of Service Level Management -- Specifying service levels -- Service Support disciplines -- Configuration Management -- Help Desk -- Problem Management -- Change Management -- Software Control and Distribution -- Appendix C. IBM Tivoli Service Level Advisor Databases -- The ITSLA Database -- The ITSLA Measurement Data Mart database -- Appendix D. Command reference -- Introduction to the ITSLA CLI -- General usage overview -- Default bundles -- Basic CLI commands -- Useful commands for ITSLA -- ETL commands -- Offering and order commands -- Escalation commands -- Appendix E. Source ETLs -- Introduction to the Source ETLs -- IBM Tivoli Business Systems Manager -- TBSM Source ETL objective -- TBSM Source ETL process description -- TBSM Source ETL measurement types -- IBM Tivoli Enterprise Console -- TEC Source ETL objective -- TEC Source ETL processes descriptions -- TEC Source ETL measurement types -- IBM Tivoli Monitoring for Transaction Performance (TWSM) -- TWSM Source ETL objective -- TWSM Source ETL processes description -- TWSM Source ETL measurement types -- IBM Tivoli Distributed Monitoring (DM) -- DM Source ETL objective -- DM Source ETL processes descriptions -- DM measurement types -- Abbreviations and acronyms -- Related publications -- IBM Redbooks -- Other resources -- Referenced Web sites -- How to get IBM Redbooks -- IBM Redbooks collections -- Index -- Back cover.